Administration and Configuration
Central management of users, licenses, and system settings to ensure a smooth IT infrastructure. All configurations in Easy Calling are managed through the Easy Platform configuration center.
Video Overview A comprehensive video demonstrating all administration and configuration features is available. The video showcases the capabilities of Easy Calling administration–it is not an installation manual.
Features in Detail
1. Queue Management
Administrative control over the logic and assignment of different service lines.
How it works:
Action: In the configuration center, select the desired service line.
Response: The system opens the assignment matrix for agents and priorities.
Result: Calls are immediately distributed to the right teams based on the new logic.
Key capabilities:
Create and manage multiple call queues for different service lines
Assign agents to specific queues based on skills or departments
Configure queue behavior (ring duration, overflow handling, etc.)
2. Agent Management (Central Opt-in/Opt-out)
Managers can centrally add or remove agents from queues to control team capacity.
How it works:
Action: The manager sees a list of all agents and their current status.
Response: Use a toggle switch to activate or deactivate an agent for a specific queue.
Result: Queue capacity adjusts in real-time.
Key capabilities:
View all agents and their queue assignments in one place
Enable or disable agents for specific queues
Override individual agent opt-in/opt-out preferences when needed
Monitor which agents are actively handling calls
Manage team capacity during peak times or staff shortages
3. Custom Call Logic
Design call flows according to your needs in the configuration center (timeout, announcements, voicemail, hold music).
How it works:
Action: Open the call flow designer in the configuration center.
Response: Drag and drop elements to create your custom call flow.
Result: Incoming calls follow the newly configured flow immediately.
Key capabilities:
Set ring timeout duration before routing to next option
Configure custom greeting messages and announcements
Enable/disable voicemail with custom greetings
Upload and manage hold music or use system default
Create different flows for business hours vs. after hours (On-Call add-on required)
Test call flows before activating them
4. Escalation Management and Overflow (Timeout Control / Routing)
Define rules for what happens when no agent answers within the defined time (e.g., forward to alternative queue or voicemail).
How it works:
Action: Set timeout duration and define escalation behavior.
Response: Configure primary and fallback routing options.
Result: Calls automatically escalate when timeout is reached, ensuring no call is lost.
Key capabilities:
Set timeout thresholds (e.g., 30 seconds, 60 seconds)
Forward to alternative queues when primary queue is busy
Route to voicemail as final fallback
Forward to external numbers (requires proper licensing)
Create multi-level escalation chains
Configure different escalation paths for different queues
Monitor escalation events in real-time dashboard
5. On-Call (Availability and Duty Management)
Targeted planning and control of agents to flexibly coordinate team deployments and availability.
How it works:
Action: Define on-call schedules with specific agents or groups.
Response: Set active time periods and assign on-call targets (Teams users or PSTN numbers).
Result: Calls route to designated on-call personnel during scheduled periods.
Key capabilities:
Create on-call schedules for after-hours coverage
Assign specific agents to on-call duty for defined time periods
Route to PSTN numbers for external on-call staff
Configure multiple on-call targets with fallback options
Override standard queue routing when on-call schedule is active
View current on-call status at a glance
Ensure 24/7 coverage without manual intervention
Answer Confirmation (optional):
When on-call agents are reachable on external numbers (e.g., mobile phones), there is a risk that a call is answered by voicemail instead of a person. The Answer Confirmation feature prevents this:
How it works: Enable "Require answer confirmation" in the On-Call configuration. The agent must press a configured DTMF key (0–9, *, or #) within a set timeout (e.g., 10 seconds) after answering the call. Only then is the caller connected.
Action: The on-call agent's phone rings and they answer.
Response: The agent hears a prompt and must press the configured DTMF tone within the confirmation timeout.
Result: If confirmed, the caller is connected. If not confirmed within the timeout, the call is treated as unanswered and follows the configured fallback routing.
Require answer confirmation
Toggle to enable/disable confirmation for this on-call queue
Confirmation timeout (seconds)
How long the agent has to press the confirmation key (e.g., 10 seconds)
Confirmation DTMF tone
The digit the agent must press to confirm (0–9, *, #)
6. Webhooks
Simple setup and management of webhook URLs (triggers) at the start and/or end of a call.
How it works:
Action: Enter webhook URL in the voice app configuration.
Response: Configure which events should trigger the webhook (call start, call end, or both).
Result: External systems receive real-time notifications for call events.
Key capabilities:
Configure webhooks for begin-call events
Configure webhooks for end-call events
Send call data to CRM, ticketing, or analytics systems
Integrate with custom automation workflows
Receive JSON payloads with comprehensive call information
Support for idempotent webhook handling
Monitor webhook delivery status
Use cases:
Automatically create tickets in your support system when calls are received
Update CRM records when calls are completed
Trigger custom notifications to external chat platforms
Feed call data into analytics and reporting systems
Integrate with third-party automation tools
For developers: Technical webhook integration documentation is available in the Developer section of this documentation.
7. Configuration Center
Central web portal for complete system management.
How it works:
Action: Access the Easy Platform configuration center via web browser.
Response: Navigate through organized sections for voice apps, queues, agents, and settings.
Result: All configurations are applied in real-time to your Teams environment.
Key capabilities:
Manage multiple voice apps from a single interface
Configure call routing, queues, and agent assignments
Upload audio files for greetings and hold music
Set up integrations (CRM, Planner, Microsoft To-Do)
Configure webhooks for external system integration
Manage call topics/tags for categorization
Export call history and analytics
Control licensing and permissions
Access comprehensive activity logs
User-friendly interface with real-time validation
Access:
Web-based portal accessible at https://docs.easyplatform.app/
Requires admin or manager permissions
Works in all modern web browsers
No installation required
Technical Requirements and Information
Microsoft Licenses:
Microsoft 365 or Office 365 subscription
Microsoft Teams Phone System license
Teams Calling Plan or Direct Routing for PSTN calls
Easy Calling license per call queue
Network:
Internet connection for web portal access
Ports and protocols required by Microsoft Teams
WebSocket support for real-time updates
Teams Integration:
Teams resource accounts for voice apps
Teams Call Queue or Auto Attendant licenses
Microsoft Graph API permissions
Data Sources:
Microsoft Entra ID (formerly Azure AD) for user directory
Optional: CRM integration for caller lookup
Optional: External webhook endpoints
Data Privacy:
Call records stored within your Microsoft 365 tenant
GDPR compliant data handling
Data retention policies configurable per tenant
Webhook payloads may contain PII–handle accordingly
Pricing
Included in the Easy Calling Basic license:
Queue Management
Agent Management (Central Opt-in/Opt-out)
Custom Call Logic
Webhooks
Configuration Center
Available as paid add-ons:
On-Call (Availability and Duty Management) – CHF/EUR 30.– per month per On-Call Queue. Enables planning and management of on-call personnel.
Escalation Management and Overflow – CHF/EUR 10.– per month per Escalation Queue. Enables multi-level escalation rules and overflow routing.
Support & Troubleshooting
Quick Help (FAQ)
Problem: Changes to call logic are not taking effect immediately. Solution: Verify that you saved the configuration changes and wait a moment for changes to take effect.
Problem: Agents are not receiving calls after queue assignment. Solution: Verify that agents have opted in to the queue. Check that agents have the required Teams licenses and are signed in to Teams.
Problem: Webhook is not receiving notifications. Solution: Verify the webhook URL is correct and accessible. Check that the endpoint returns a 2xx status code. Review webhook logs in the configuration center.
Problem: Cannot access configuration center. Solution: Verify you have admin or manager permissions. Clear browser cache and try again. Ensure you're signed in with the correct account.
Need more help? Contact support through the Support page.
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